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© Copyright 2006-2013, Inflectra Corporation - 1 - KronoDesk ® - Product Information Help Desk Ticketing, Online Knowledge Base and Support Forums in One Package
© Copyright 2006-2013, Inflectra Corporation - 2 - Objectives After viewing this presentation you will: Understand the challenges involved in providing high quality customer support Have a strong grasp on the features provided by KronoDesk Have learned about the benefits of using KronoDesk to manage your customer support
© Copyright 2006-2013, Inflectra Corporation - 3 - Agenda Customer Support Overview KronoDesk® Overview Feature Walkthrough Dashboards Help Desk Ticketing Customer Support Forums Online Knowledge Base Reporting Mobile Interface Integration with SpiraTest / SpiraTeam
© Copyright 2006-2013, Inflectra Corporation Page: 4 Customer Support Challenges When customers have questions or issues with a product or system they need customer support. Customers ideally would like to find the answer to the problem quickly and easily without having to invest significant time in solving the issue Companies want to provide the highest possible level of support in a manner that provides a high degree of satisfaction whilst being cost-effective at the same time Traditional help-desk tools focus on providing support for individual customers, but dont address the fact that many customer issues are not unique and have been solved before.
© Copyright 2006-2013, Inflectra Corporation - 5 - KronoDesk ® Overview
© Copyright 2006-2013, Inflectra Corporation - 6 - Product Overview KronoDesk® is an integrated customer support system that includes help desk ticketing, customer support forums and an online knowledge base in a single user interface. When customers arrive with a problem, question or enquiry, KronoDesk® will direct them to relevant knowledge base articles, suggest helpful discussion threads and provide self-service solutions so that they can find a wide range of immediate solutions and suggestions. For those enquiries that do not match an existing article or have not yet been discussed in a support forum, KronoDesk® will direct the customer to log a help desk ticket. The system provides an easy-to- use help desk submission form that gathers the appropriate information to ensure a speedy resolution of the problem.
© Copyright 2006-2013, Inflectra Corporation - 7 - Why Choose KronoDesk? The top three reasons that our customers choose KronoDesk over other solutions are: Configurable Help Desk with Forums & Knowledge Base KronoDesk includes a help desk ticketing system together with fully integrated customer forums and online knowledge base. The complete support package in one. Personalized dashboards of key information KronoDesk provides customized dashboards for both your customers and support agents that reduce information overload and enhance efficiency. Available Hosted or On-Premise KronoDesk is available as both a both a secure, hosted SaaS service or as an on-premise product that is installed in your own environment. In addition, we provide superb technical support that ensures that questions are dealt with in a timely and professional manner.
© Copyright 2006-2013, Inflectra Corporation - 8 - Feature Snapshot Easy to use web-based help desk ticket submission Automated email notifications when tickets updated Track ticket change history and comments Customizable fields, status, priorities and workflows Built-in screenshot capture tool Upload articles and FAQs for common problems Organize KB articles into multiple categories Setup user support forums so your customers can help each other Central dashboard so that agents can monitor forum posts and tickets Organize forums/threads into multiple categories Subscribe to forums/threads by email or RSS Knowledge base can be sorted and searched by keyword and category Listed below are some of the many great features that makes KronoDesk customer support software the leading choice for companies and organizations worldwide:
© Copyright 2006-2013, Inflectra Corporation - 9 - Feature Walkthrough
© Copyright 2006-2013, Inflectra Corporation Customer Home Page The customer dashboard provides a single view for your customers to see new knowledge base articles, recent forum posts and all their open tickets. - 10 -
© Copyright 2006-2013, Inflectra Corporation Support Agent Home Page The customizable agent dashboard, allows your support agents to view all their assigned tickets, monitor incoming forum posts and check for new tickets all from the same screen. - 11 -
© Copyright 2006-2013, Inflectra Corporation Support for Mobile Devices KronoDesk provides a mobile web interface that allows customers using smartphones, tablets and other mobile devices to view their dashboard. They can then view their existing open tickets, search the knowledge base, and submit new help desk tickets.
© Copyright 2006-2013, Inflectra Corporation Help Desk Ticketing - Entering KronoDesk makes it easy for your customers to submit help desk tickets, attaching files and screenshots, making it easy for your support agents to reproduce issues and provide help. - 13 -
© Copyright 2006-2013, Inflectra Corporation Help Desk Ticketing – Searching/Filtering Your support agents can use the powerful sorting, searching and filtering features to track and manage their assigned tickets. - 14 -
© Copyright 2006-2013, Inflectra Corporation Help Desk Ticketing - Responding The ticket editing screen lets your customer agents quickly and easily respond to custom help desk tickets. The system allows them to add notes, view the change history, attach documents and update the fields based on the workflow. - 15 -
© Copyright 2006-2013, Inflectra Corporation Help Desk Ticketing – Contact History The ticket details page lets you see all of the interactions between your support personnel and the customer The change history lets you see the actions and escalations that have been performed on the help desk ticket - 16 -
© Copyright 2006-2013, Inflectra Corporation Support Forums - Categories The customer support forums allow you to create different support forum categories for different products and customer needs. The system remembers which forums you have read and highlights any that have new threads or messages. - 17 -
© Copyright 2006-2013, Inflectra Corporation Support Forums - Forums The system displays the list of threads in each forum together with the number of replies and views. The system remembers which threads you have read and highlights any that have new messages. - 18 -
© Copyright 2006-2013, Inflectra Corporation Support Forums - Threads The thread details page displays the original message together with a threaded list of customer and support agent replies. Users can subscribe to the thread/forum as an RSS feed - 19 -
© Copyright 2006-2013, Inflectra Corporation Knowledge Base – Categories & Tags The knowledge base allows you to categorize support articles into categories based on the different products and types of article. The tag cloud lets your customers quickly find articles related to specific topics. - 20 -
© Copyright 2006-2013, Inflectra Corporation Knowledge Base – Searching/Filtering The knowledge base is searchable by category, keyword and meta- tag, and includes the ability to find related articles and view the most popular and recent topics. - 21 -
© Copyright 2006-2013, Inflectra Corporation Knowledge Base – Creating & Editing The knowledge base article screen displays the text of the article, together with the list of associated tags. Clicking on the tags will display any other articles that share the same meta-tag, allowing customers to quickly find related information. - 22 -
© Copyright 2006-2013, Inflectra Corporation Email Notifications KronoDesk contains a powerful email templating system so that outbound email messages can be formatted to fit your organization. When users subscribe to threads, forums or articles, the system sends out automatic notifications - 23 -
© Copyright 2006-2013, Inflectra Corporation Email Integration KronoDesk can connect to your email system and automatically convert emails from customers into new help desk tickets. The system is intelligent enough to determine which emails are replies to existing tickets and will automatically add the emails as new comments onto the existing help desk ticket.
© Copyright 2006-2013, Inflectra Corporation Subscribe to Threads/Articles Users can subscribe to specific articles, threads and forums When changes are made to an article, new threads are posted in a forum or new replies are added to a thread, the user will be notified - 25 -
© Copyright 2006-2013, Inflectra Corporation Customizable Reporting Dashboard KronoDesk allows you to build a customized reporting dashboard featuring your frequently-used graphs, charts and reports. The data behind the graphs can be displayed and exported to a CSV/Excel file.
© Copyright 2006-2013, Inflectra Corporation SpiraTeam® Integration When used with SpiraTeam® you can integrate your customer support into your software development lifecycle. Each KronoDesk ticket can generate new incidents in SpiraTeam so that customer requests can be seamlessly added to the project. - 27 -
© Copyright 2006-2013, Inflectra Corporation Configuration & Customization KronoDesk is completely configurable, so that you can tailor the system to match your customer support process. The system lets you setup custom fields, priorities, statuses, types, resolutions and workflows so that you can tailor the product to fit your process and business. - 28 -
© Copyright 2006-2013, Inflectra Corporation - 29 - Questions? Please contact firstname.lastname@example.org if you have additional questions.
© Copyright 2006-2013, Inflectra Corporation - 30 - Legal Notices DISCLAIMER: All product comparison diagrams have been made on the basis of information available on respective product websites. The analysis and views expressed in the diagrams and the information made available are purely those of Inflectra Corporation. It is possible that competing products have additional features not mentioned on the product websites.
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